Many large and small companies do not take the time to talk to customers directly. Here at Frazer Tremble, we don’t just recruit in Customer Experience (CX); it’s woven into our DNA. We understand how critical Voice of the Customer (VoC) is in helping businesses realise who they are selling to and what they expect.
At Frazer Tremble Executive, we aim to close the talent loop by helping our clients hire, train, and retain their talent. In addition, our VoC program was an initiative to deliver a seamless recruitment experience tailored to our client’s needs and preferences.
But we wanted to go the extra mile and continue to elevate our service by understanding all the details that make a recruitment experience go from good to great.
Because of that, we enlisted the services of CX Loop Counsalting to interview past Frazer Tremble clients and other professionals in leadership positions to identify their needs, likes and dislikes concerning recruitment.
In addition, we were interested in:
We could hear some of the usual answers regarding the recruitment process during the interviews. But, on the other hand, some answers positively surprised us.
The most significant result of the research was the opportunity to get inspiring answers and ideas on how to proceed.
Let’s go in order.
We offered six different factors to determine what companies are guided by when choosing a recruiter.
Above all, the other words that participants associated with Frazer Tremble Executive were dedicated, capable, trustworthy, enthusiastic, and understanding.
So, it should come as no surprise that when asked what is important to them in working with a recruiter, they said that the most important thing for them is Honesty, Transparency, Reliability, and having a consultant that knows the current trends.
Companies also expect additional seven points when they work with a recruiter:
On the other hand, there are nine points that recruiters must avoid:
One of the questions that particularly interested us was what elevates our participants’ experience apart from finding the right candidate.
We cannot say that the answers surprised us:
How often do our clients want to hear from Frazer Tremble Executive regarding market insights, webinars, and events?
Check out our new Monthly Newsletter #TransformingFutures that we are launching off the back of these insights.
Our VoC program helped us truly capture how our customers feel about our business, product, and services, giving us the insights to help us create a more holistic customer experience.
Indeed, our next step is to implement and act on these insights to improve the areas driving the most significant change and build out our next VoC program directed toward our candidates.
